Frequently Asked Questions - Holds Tracking

Q1:	I am using the "Holds Tracking" page to pull up a held request. When I do a query, I receive the error "ONLY ONE SELECTION ALLOWED". How do I resolve this error?

A1:	This error occurs because you are attempting to search using too many search criteria. Please enter the Lender ID and make only one selection or entry for one of the other fields. For example, if you have a held request for a property at 15 Main St. being purchased by John Doe, you could select "Completed" for the "By Status of Case" field or Enter "Main" for the "By Street" field or enter "Doe" for the "By Last Name" field, but you could not do a query by selecting "Completed" for the "By Status of Case" field and entering "Main" for the "By Street" field because that would be two selections.

A1:

This error occurs because you are attempting to search using too many search criteria. Please enter the Lender ID and make only one selection or entry for one of the other fields. For example, if you have a held request for a property at 15 Main St. being purchased by John Doe, you could select "Completed" for the "By Status of Case" field or Enter "Main" for the "By Street" field or enter "Doe" for the "By Last Name" field, but you could not do a query by selecting "Completed" for the "By Status of Case" field and entering "Main" for the "By Street" field because that would be two selections.

Q2:	I am using the "Holds Tracking" page to pull up a held request. When I do a query, I receive the error "NO CASES SELECTED". How do I resolve this error?

A2:	There are two possible causes for this error. First, please make sure information you are entering for the query is correct. If the lender ID is miskeyed or there is a typo in the street name or last name, if entered, then that would result in this error. Second, if it has been more then five days since the case was held, then there is the possibility that the request has been purged. This is because after a held request has been reviewed by the Home Ownership Center the request stays in "Holds Tracking" for a maximum of five days. What you should do first is a query again by entering the lender ID and selecting "ALL" for the By Status of Case field to search the entire list of held requests for that lender ID. If it is not in that list, please call the Home Ownership Center in your region or e-mail SFADMIN@hud.gov to see if they can find out the results of the review of the held request. If you send an e-mail message, please include the Lender ID and the address of the property so they may look into it for you.

A2:

There are two possible causes for this error. First, please make sure information you are entering for the query is correct. If the lender ID is miskeyed or there is a typo in the street name or last name, if entered, then that would result in this error. Second, if it has been more then five days since the case was held, then there is the possibility that the request has been purged. This is because after a held request has been reviewed by the Home Ownership Center the request stays in "Holds Tracking" for a maximum of five days.

What you should do first is a query again by entering the lender ID and selecting "ALL" for the By Status of Case field to search the entire list of held requests for that lender ID. If it is not in that list, please call the Home Ownership Center in your region or e-mail SFADMIN@hud.gov to see if they can find out the results of the review of the held request. If you send an e-mail message, please include the Lender ID and the address of the property so they may look into it for you.

Q3:	I have a request in "Holds Tracking" and the status is "PROCESSING". How long will it be until the status is complete?

A3:	It can take the Home Ownership Center up to two business days to review a held request. Please monitor the request for at least two business days. If the status is still "PROCESSING" after two business days, please call the Home Ownership Center in your region or e-mail SFADMIN@hud.gov to check on why the held request has not been reviewed. If you send an e-mail message, please include the Lender ID and the address of the property so they may look into it for you.

A3:

It can take the Home Ownership Center up to two business days to review a held request. Please monitor the request for at least two business days. If the status is still "PROCESSING" after two business days, please call the Home Ownership Center in your region or e-mail SFADMIN@hud.gov to check on why the held request has not been reviewed. If you send an e-mail message, please include the Lender ID and the address of the property so they may look into it for you.

Q4:	I have a request in "Holds Tracking" and the status is "COMPLETED", but no case number was assigned. Why was a case number assigned?

A4:	When the Home Ownership Center reviews a held request and they determine a case number should not be assigned, they enter a comment explaining why a case number was not assigned in the "Lender Notes" section of the "Case Number Assignment" page. To pull that up, please click the circle to the left of the record in the "Holds Tracking" page and click the "Send" button. The "Lender Notes" section will be located near the bottom of the page.

A4:

When the Home Ownership Center reviews a held request and they determine a case number should not be assigned, they enter a comment explaining why a case number was not assigned in the "Lender Notes" section of the "Case Number Assignment" page. To pull that up, please click the circle to the left of the record in the "Holds Tracking" page and click the "Send" button. The "Lender Notes" section will be located near the bottom of the page.

Q5:	I have a held request that was not assigned a case number. The "Lender Notes" section only lists a case number? What does that mean?

A5:	When the Home Ownership Center enters only a case number in the "Lender Notes" section, they are providing a case number that was assigned to your company on a previous case number request. That case number would have been the case that would have caused the request to be held for a "Duplicate Address" and is why another case number could not be assigned. If you would like to verify that the case number was assigned to your company for the property in question, please do a query on the case number in the "Case Query" page.

A5:

When the Home Ownership Center enters only a case number in the "Lender Notes" section, they are providing a case number that was assigned to your company on a previous case number request. That case number would have been the case that would have caused the request to be held for a "Duplicate Address" and is why another case number could not be assigned. If you would like to verify that the case number was assigned to your company for the property in question, please do a query on the case number in the "Case Query" page.

Q6:	I have a held request that was not assigned a case number. The "Lender Notes" section refers me to a message board. Where would I find the message board they are referring to?

A6:	When the Home Ownership Center refers to a message board, they are referring to the "Single Family Origination Message Board" on the FHA Connection. To get to the message board, sign on to the FHA Connection and click on the "Single Family FHA" link. Then click on the date link at the right of the "Single Family Origination" link, under the "Message Boards Updated As Of:" heading.

Q7:	I have a held request that was not assigned a case number. The "Lender Notes" section tells me that a case number was assigned to another lender, but no contact information was provided. How can I get in contact with that lender?

A7:	Please go to the "Case Query" page and do a query on the case number to pull up the case number. If a case number was not provided in the "Lender Notes" section, then do a query on the address of property. Once you have pulled up the information on the case, it will display the name of the originating lender. Click on the name to obtain the phone number and address HUD has on file for them.